Customer Care Co‑ordinator
Responsible to: Customer Care Manager
Hours of Work: 37.5 hours per week. 8:30 am–5:00 pm Monday–Thursday with a 45‑minute unpaid lunch break. Friday 8:30 am–3:30 pm with a 30‑minute unpaid lunch break.
Place of Work: This position is based at Brandon but may involve travel from time to time and occasional overnight stays.
Main Purpose of Job: Work as part of a small team of Customer Care Administrators responsible for ensuring that customer after‑sales and warranty requests are dealt with in a professional and timely manner.
Key Tasks
* Be the first point of contact for customer after‑sales enquiries and complaints via email and telephone
* Liaise with customers to clearly identify and define the scope of the work required
* Accurately record the incoming job requests from customers and organise job sheets for the After Sales Engineers
* Schedule works for your own team, in a logistic manner
* Raise materials lists and liaise with the factory/stores to ensure that materials are collated and ready for the engineers to collect
* Order materials for collation for the engineers via our in‑house ordering system
* Liaise with the purchasing department to chase outstanding materials
* Confirm all engineer appointments via phone and e‑mail
* Monitor progress and ensure customers are kept well informed of expected timelines for their work to be completed
* General administrative duties including taking messages and filing
* Submit KPIs for your team to the Customer Care Manager
Skills, Knowledge & Experience
* Excellent customer service skills – experience dealing with customer complaints would be an advantage
* Be able to work under own initiative
* Excellent telephone manner and ability to write clear, simple emails
* Excellent attention to detail
* Ability to remain calm under pressure – this is a fast‑paced, high‑volume environment
* Must have experience working within a small team
* Good standard of experience with Microsoft Word/Excel
* CRM experience would be an advantage
Right to work in the UK (Asylum & Immigration Act 1996): I can provide confirmation that I am legally entitled to work in the UK.
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